Getting help from IBM

Applies to:

IBM Support assists with product defects, answers FAQs, and helps users resolve problems with the product.

Before you begin

After you tried to find your answer or solution by using other self-help options such as Technotes, you can contact IBM Support.

Before you contact IBM Support, your company or organization must have an active IBM maintenance contract, and you must be authorized to submit problems to IBM. For more information about the types of available support, see the IBM Support site. For more information about how to request access to your company's IBM® Support account, see the Getting started guide.

About this task

You can open a case from the web, chat, or by phone.

Tip: To stay informed of important information about the IBM products that you use, you can subscribe to notifications. For more information, see Changing Your Case Notification Settings.

Procedure

To contact IBM Support about a problem:

Define the problem, gather background information, and determine the severity of the problem.
For more information, see How to open a support case.
Gather the following diagnostic information:
- Environment type (such as production or development).
- Application, release, and patch level (such as IBM OpenPages® 9.2.x or IBM OpenPages for IBM Cloud Pak for Data 4.7.0).
- Description of the issue.
- Detailed steps to reproduce the issue.
- Screen captures of the issue.
- Expected and actual results.
- OpenPages log files. For more information, see Using log files.
- Any workarounds that you implemented.
- The date and time that the issue was encountered.
- Database type and version (such as Oracle 19c or IBM Db2® 11.5.9).
Submit the problem to IBM Support in one of the following ways:
- Online through IBM Support. You can open, update, and view all of your cases. This video demonstrates how to open a case: Open and manage cases.
- By phone: For the phone number to call in your region, see the Directory of worldwide contacts web page.

Results

If the problem that you submit is for a software defect or for missing or inaccurate documentation, IBM Support creates a known issue. The known issue describes the problem in detail. Whenever possible, IBM Support provides a workaround that you can implement until the issue is resolved and a fix is delivered. IBM publishes resolved issues on the IBM Support website daily so that other users who experience the same problem can benefit from the same resolution.